How to Video: IT Help Desk User experience management UEM
Reduce IT service desk costs 10% to 20% or more. Enterprise applications such as SAP®, Oracle® and many others require help desks and functional support for user problem resolution
Dec. 21, 2012 - PRLog -- VNM12172012 – Enterprise applications such as SAP®, Oracle® and many others require help desks and functional support for user problem resolution. In this solution set we enhance operations for the basic IT service desk/help desk, functional support and the center of excellence. View the following video for an overview of Knoa IT Help Desk User Experience Management - http://www.youtube.com/watch?v=h59NGgZgFIQ&feature=plcp
Help Desk and functional support can include millions in operational expense for a company with many thousands of users. They may be required to support internal or external employees and partners on a global basis. The costs associated with these operations are usually considered hard costs and the elements of cost generally center around the number of phone calls (or emails), the time it takes to process that phone call, and the additional number of phone calls, interactions and escalations required to resolve the problem, in total. The core of the value drivers centers around reducing the number of calls that must escalate to functional support and the time spent by functional support in trying to resolve these issues.
For parties interested in User Experience Management.
Pro-active support takes the organization from reactive to Service 2.0. With Knoa EPM dashboards, you can see all problems before they are reported across the entire use base. This remarkable insight allows you to be pre-emptive in resolving key user issues and challenges that could otherwise negatively impact business operations.
This solution set can potentially deliver millions in annual savings to the bottom line of your organization. Contact us to learn more and consider a return on investment analysis.